Verint CX Automation
2024 State of the Contact Center

2024 State of the Contact Center

A State of State article typically provides a look back and provides a potential glimpse into the future based on trends and events. Today, we’ll take a look at the State of the Contact...
A Passion for Customer Engagement

A Passion for Customer Engagement

Happy 15th Anniversary to Contact Center Pipeline Magazine This year marks the 15th anniversary of Contact Center Pipeline (CCP), a major milestone for the magazine that has been a proven resource for industry news and...
Top 10 Blog Posts of All Time

Top 10 Blog Posts of All Time

In honor of Contact Center Pipeline's 15th Anniversary, we have pulled together the Top 10 Blog Posts of All Time. These blog posts represent the most popular topics viewed on our blog in our...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in February

Again this month, our readers really enjoyed our new addition, Pipeline Puzzles. In the February edition, Tiffany offers a word search full of WFM acronyms, and the challenge to define them all. We sure...
Social(izing) the Experience

Social(izing) the Experience

The success of a company’s contact center rests on whether the business invests to empower its agents with the tools and support they need. However, many large brands struggle to retain agents, which negatively...
Flying Through the Turbulence

Flying Through the Turbulence

The ability of contact centers to provide an excellent customer experience (CX) is being buffeted by two key winds of change. Challenges in attracting and retaining quality staff. Meeting the needs of the new generation of...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

Our most read blog post in January was "Moving Forward: What Will 2024 Bring For Contact Centers?" This is one that we do every year and it is always a favorite of ours here...
Hearing Changes in the Customer Voice

Hearing Changes in the Customer Voice

Contact centers are looking for ways to take advantage of the customer experience (CX) insights that can come from voice of the customer (VoC) analytics and quality management (QM) applications. But there have been...
Moving Forward: What Will 2024 Bring For Contact Centers?

Moving Forward: What Will 2024 Bring For Contact Centers?

Another year, another round of hope and promise that risks being undermined by uncertainty and potential chaos. Is 2024 turning out to be “The Year of Angst?” New methods and promising notably artificial intelligence (AI)-driven...
Top 10 Blog Posts of 2023

Top 10 Blog Posts of 2023

As 2023 draws to a close, let's take a moment to look back at some of our most read blog posts. From year to year, we largely have the same core focuses: our people,...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in December

This month, our readers have been heavily tuned in to all things tech. There are so many new and quickly evolving AI options out there it can become quite overwhelming to navigate. Our authors...
Opportunities for Contact Centers

Opportunities for Contact Centers

The opening months of 2023 were gloomy with a tightening job market and a slowdown in business activity fueling fears of a recession. Organizations across nearly every industry have been focused on increasing...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

Throughout the month of November, our readers have been most interested in finding new ways to bolster their CXes and increase loyalty among customers, while learning how best to utilize AI to accomplish these...
The Here and Now … A Most Opportune Moment

The Here and Now … A Most Opportune Moment

“The here and now” is an idiom from the 1800’s that means “at this moment.” When it comes to the front line of any Contact Center, “the here and now” is where the customer...
Reaching Out to Improve the B2B CX

Reaching Out to Improve the B2B CX

Providing excellent customer experiences (CXs) is important for both business-to-customer (B2C) and business-to-business (B2B) contact centers. However, there are some clear distinctions. The stakes are usually higher with B2B customers. A poor experience in...
Gardening the CX

Gardening the CX

When you step outside your house and hear the sounds of power mowers, tractors, tillers, and other gardening and cultivating tools chances are quite good that the equipment has been built by Stanley Black...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in October

Our top 5 blog posts in October are comprised of a very diverse set of topics. This month, we cover everything from our personality traits to our chatbots. First, Afshan and Mike share some...
The Rising Importance of Contact Centers

The Rising Importance of Contact Centers

Every year we read articles about how vital contact centers are; insiders almost always write them, but rarely do we read the same opinion from people in the C-suite. The truth is many executives...
The Hurrier I Go... The Behinder I Get!

The Hurrier I Go … The Behinder I Get!

The simple phrase, The Hurrier I Go the Behinder I Get, was displayed on a plaque in my home when I was growing up. For the longest time I just couldn’t make sense of...
Data Analytics: The Rx for CX

Data Analytics: The Rx for CX

Of all the lines of business contact centers serve, healthcare is arguably the most important, for peoples’ lives depend on it, but also at the same time challenges exist. About a quarter of healthcare...
Contact Center Pipeline Blog